# Answer customers without losing track of parcels

Support becomes a tracked queue with status, ready reply and clear logistics action.

- **Page** : https://bruno.incwo.com/en/use-cases/traiter-sav-retours-petit-ecommerce
- **Secteurs** : Small ecommerce, Local shops
- **Fonctions** : Customer success, Ops, Sales

## The situation
Two people manage products, parcels, returns and customer messages in the same improvised workspace.

## What you want
I want to triage support requests, prepare replies and track returns without losing an order.

## A plain AI chat
An AI chat drafts a reply, but does not connect order, parcel, customer history and goodwill gesture.

## With Bruno
Bruno classifies messages, retrieves the order, proposes the reply and flags returns to watch.

## Agents involved
- Support agent
- Orders agent
- Logistics agent

## Deliverables
- Support queue
- Customer replies
- Return tracker
- Order alerts

## Gains
- Calmer, better-tracked customer requests
- Admin time recovered every week